We welcome new patients and request that you arrive five minutes before your appointment to complete a registration form and a transfer of records request form if required.

All consultations are by appointment. Please phone the practice or use the online booking system to book your appointment.

We do not provide over the phone consultations.

In the event of a medical emergency call 000. For all other urgent issues, please telephone the practice and advise the reception.

An interpreter service is available on request. This service is provided free by the Australian Government Translating and Interpreting Service (https://www.tisnational.gov.au/en ).

Please advise that an interpreter is required when your appointment is made and request a long appointment.

We do not offer home visits as we feel you are best assessed in the practice, however we provide home visits for existing patients who are unable to attend. The decision to provide a home visit is at the discretion of your regular treating doctor and a fee may apply.

Longer consultations are available for more complex clinical problems. Please advise the reception if a long consultation is required.

Please also advise the reception if more than one patient is to be seen.

Long consultations are required for

• New patients to the practice with complex health problems
• Insurance Medicals
• Counselling
• Health check ups
• Multiple health problems to be addressed
• Minor surgery/biopsy

Complicated overseas travel

For after-hours medical attendance please call the National Home Doctor on 137425 (or the practice number) however in an emergency call 000 or present to the nearest hospital emergency department.

Disabled parking is available under the building (adjacent to the lift). Please organise your entry to the building prior to your appointment by informing the reception.

Mona Vale Medical Practice encourages patients to take personal responsibility for their health.

Please allow two full working days for pathology, (sometimes up to two weeks) and one full working day for X-ray and imaging reports.

Please phone the practice for your results (preferable after 12pm).

The results will only be given to the patient involved as per the Privacy Act.

Reception staff are unable to provide interpretation of the results or reports, however they may advise a review appointment as instructed by the attending doctor.  Sometimes the practice nurse may assist, but if you have any questions related to your investigations, please make an appointment with the referring doctor.

We value patient feedback and have a suggestion box on the reception desk for suggestions/feedback on how we could improve our service and facilities.

There are occasions where you may be asked to complete a feedback questionnaire to help us improve our standard of health delivery. These are completely confidential.

If you have a problem, please discuss it with the practice manager or practice principal in an appropriate appointment.

For any other issue that you feel needs further assessment and management, contact

Medical Council of NSW on 02 9879 2200

HCCC at hccc.nsw.gov.au

Payment is required at the time of consultation and can be made by cash, EFTPOS, Visa or MasterCard. If your bank details are registered with Medicare, your rebate will automatically be transferred into your bank account at the time of payment.

Procedures may incur an additional fee as can an ECG, Spirometry etc. Please ask for a quote at the time of making the appointment.

Aged pensioners, DVA card holders and disability pensioners are bulk billed.

Children under 5 years are bulk billed.

Care Plans, Health Assessments for the aged and Medication Reviews are bulk billed.

Scripts will attract a fee of $20.00

Consultation Fees

Standard Consultation $95.00

Long consultation $180.00

New Patient Consultation from $180.00

Health Card Holders (Green only) Standard Consultation $65.00

Bulk Billing is available to:

• All children until 5 years of age
• Pensioners & Department of Veterans affairs Gold Card holders

If you feel that you are financially disadvantaged, please discuss this with your doctor/reception staff and we will do our best to accommodate you.

Patient confidentiality and privacy are paramount at Mona Vale Medical Practice. Medical and personal information is managed as per our Confidentiality and Privacy Policy (RACGP).

Information about family members or friends cannot be disclosed and the practice appreciates your cooperation and understanding of this policy.

A copy of the Practice Policy is located at the front desk. If it is unavailable, please request a copy from the reception staff.

As per Practice Policy, we require you to see your doctor for a specialist referral. It is important that your doctor assess the problem and make the appropriate referral with the relevant clinical information.

A system is in place for recalls and reminders for various conditions and issues. Please inform the reception staff if you do not wish to participate in this system.

These are only issued if you are a regular patient of the practice and have been seen within 3 months unless there is a clinical issue to be reviewed. A fee may apply.

Your doctor is usually unable to take your call as she/he will be consulting. Your phone query will be handled by the receptionist who will relay the message to the Doctor or Practice Nurse. We aim to return calls by the end of the working day, however if you have not received a call, please phone the practice again.

Due to Privacy and confidentiality issues, the practice staff are unable to use email for patient communication.

Doctors can run behind for a number of reasons and while we endeavour to keep to appointment times, this is not always attainable.

To assist in keeping to time, please inform the receptionist at the time of booking if you require

• A long consultation
• Two patients are to be seen
• More than one health issue to be addressed
• Health Check
• Insurance Medical
• Travel Advice
• Driver’s Fitness Medical
• Immunisation/Vaccination